The player from Germany had won 53,000 euros at Ice Casino but had only received 499 euros from her withdrawal attempts up to that point. Despite ongoing inquiries, she was consistently told to be patient regarding the remaining payments. The Complaints Team had attempted to clarify her situation by asking for additional details and had extended the timeframe for her response. However, due to her lack of communication, the complaint was unable to be investigated further and was ultimately rejected.
IceCasino - Player's winnings are delayed.
Amount: €53,000
IceCasino
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
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1 month ago
Translation
Hello, I won 53,000 euros at Ice Casino. I am withdrawing it in small amounts, but so far I have only received 499 euros and no further payments have followed. When I inquire about it, I'm always told to please be patient.
Automatic translation:
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1 month ago
Dear jessica230492,
Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're facing. Please allow me to ask you a few questions to clarify your situation.
Could you please confirm that you passed the full KYC verification?
When exactly did you win 53,000 EUR at this casino? Did you accumulate these winnings with or without a bonus?
How many pending withdrawal requests are there in your account?
How long did it take for the first payment of 499 EUR to be processed and paid out?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Translation
Hello, I won it about 10 days ago and I received the first payout yesterday on 10.9.2024 and yes, I have completed the Kyc completely
Automatic translation:
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1 month ago
Thank you for your reply.
I have checked the Terms and Conditions of Ice Casino, and this is what I found regarding the withdrawals:
8.17. In cases when the amount of your withdrawal request (-s) including current account balance and lifetime withdrawals are at least 20 times larger than the total sum of your deposits, you may be limited to 5000 EUR (or equivalent in your currency) for withdrawal during 30 days. Please note, the time for money clearance may vary upon the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays.
Could you please specify how much money you have deposited into Ice Casino so far?
